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Slow Speeds on XB7

Nimec
I've Been Around

Hi all,

 

We recently switched from Rogers from Bell Aliant here in NB after a door-to-door Rogers salesman offered us a package at a price that was more than $160 cheaper/month than we were paying for FibreOP. Our home is only 3 years old and had no prior coax so he had to run all new lines inside and out, so everything is brand new.

 

Our package includes gigabit internet but I have been unable to climb higher than ~520mbps with a Speed Test to Moncton.  That only happened a few times, most of the time it is under 500, +/- 450mbps on average. With our Bell plan we had 500 download and always hit 510/520 on every single speed test, so it is a bit concerning that with a plan that is supposed to be twice as fast our actual in home speed has gone down. (I understand Fibre to the home is a superior technology but still figured if gigabit was advertised over 500 should be possible)

 

Searching these forums this seems to be a common issue so I'm worried that maybe there is not much I can do but figured I would reach out anyways.  On the Troubleshooting post it says:

 

  • Downstream Overview: A total of 32 channels should be here with an expected Signal Strength (dBmV) between -13.5 and 12 and an SNR above 38dBmv.

I am using the XB7 (I think, tall white square tower looking router).  I wasn't able to see anything about DOCSYS but under Connection -> Rogers Network when I go down to the Downstream table there are only 24 "Indexes", and then 2 after numbered 33&34 that have NA values for Power Level and SNR so I assume they aren't being used.

 

Am I supposed to have 32 here? Could this be a reason for a loss of speed?

 

Copy & Paste isn't working properly, it is saying the table labels are invalid HTML, sorry if it's hard to read. The values listed below top to bottom are:

  • Index, Lock Status, Frequency, SNR, Power Level, Modulation
Downstream
Channel Bonding Value
7
1
2
3
4
5
6
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
 
33
34
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
 
Locked
Locked
591 MHz
555 MHz
561 MHz
567 MHz
573 MHz
579 MHz
585 MHz
597 MHz
603 MHz
609 MHz
615 MHz
621 MHz
633 MHz
639 MHz
645 MHz
651 MHz
657 MHz
663 MHz
669 MHz
675 MHz
681 MHz
687 MHz
693 MHz
699 MHz
 
350000000
723000000
39.4 dB
40.4 dB
38.5 dB
38.1 dB
38.2 dB
38.8 dB
39.2 dB
39.6 dB
39.5 dB
39.3 dB
39.5 dB
39.3 dB
38.6 dB
38.2 dB
38.3 dB
38.8 dB
39.1 dB
39.3 dB
39.4 dB
39.1 dB
39.9 dB
39.9 dB
39.9 dB
39.5 dB
 
NA
NA
6.7 dBmV
8.5 dBmV
4.9 dBmV
4.1 dBmV
4.6 dBmV
5.4 dBmV
6.3 dBmV
6.9 dBmV
6.9 dBmV
6.5 dBmV
6.6 dBmV
6.3 dBmV
5.3 dBmV
4.4 dBmV
4.6 dBmV
5.2 dBmV
5.8 dBmV
5.9 dBmV
6.2 dBmV
6.7 dBmV
7.3 dBmV
7.4 dBmV
7.4 dBmV
7.2 dBmV
 
NA
NA
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
 
OFDM
OFDM
 

 

Same as above, not posting labels correctly, they are:
  • Index, Lock Status, Frequency, Symbol Rate, Power Level, Modulation, Channel Type
Upstream
Channel Bonding Value
1
2
3
4
Locked
Locked
Locked
Locked
18 MHz
23 MHz
30 MHz
36 MHz
2560
5120
5120
5120
40.0 dBmV
41.5 dBmV
41.8 dBmV
41.5 dBmV
QAM
QAM
QAM
QAM
TDMA_AND_ATDMA
ATDMA
ATDMA
ATDMA
 

Other than that is there anything else I can try to improve my speeds?

 

Thanks all, have a great day.

27 REPLIES 27

Re: Slow Speeds on XB7

RogersTony
Moderator
Moderator

Hello, @Nimec

 

Welcome to Rogers and to our Community Forums, we're thrilled to have you as a customer!

 

I can imagine how disappointing it is to see that your speeds are only half of where they should be. We definitely want to investigate this for you and try to find a solution.

 

Can you provide us with a bit more information:

 

  • Are you performing your speed testing using a device connected via Ethernet with all other devices disconnected from the modem?
  • Can you confirm what tool you are using to test the speeds?
  • Have you attempted any troubleshooting steps as of yet such as a reboot of the modem?

We look forward to hearing from you.

 

RogersTony

Re: Slow Speeds on XB7

dmfan
I Plan to Stick Around

My own experience with Speedtest depends on a few things.

1) the test server - they vary a lot from time to time, and often there is a huge gap between servers.   I find that sometime the difference is 200 mbps.  Crazy, right?  After all these years, I have found several servers that give me good readings, and I keep going back to them for testing.

2) Your own machine.  Other than the network card and wireless adapter, I find that the CPU power also makes a difference.  I don't know the inner workings of Speedtest so I don't know why that would be the case.  But on my own network, between different machines connecting to the modem via ethernet, the Speedtest difference can be 200 - 300 mbps.

My best test is using my 1-month old Asus ROG laptop via ethernet.  I can get 200 mbps above my subscription package's speed.  I feel lucky that my area gives me that.

Re: Slow Speeds on XB7

-G-
Resident Expert
Resident Expert

@Nimec  Is your computer directly-connected to the XB7 gateway or are you using your own router with Bridge Mode enabled on the XB7?



Re: Slow Speeds on XB7

Datalink
Resident Expert
Resident Expert

Ok, in a nutshell, the signal levels are a little high on both downstream and upstream sides.  There are only 24 QAM downstream channels running, which is a little odd, but in NB, maybe that's normal.  The two OFDM downstream channels aren't running.  Normally there should be at least one channel running, but, I've seen two running on east coast modems.  Running a single OFDM channel should provide gigabit service without any problem.  Two will definitely provide gigabit service.  So, the question is, for your Cable Modem Termination Service (CMTS), which the modem is connected to, is there one or two OFDM downstream channels running off of the CMTS?  If the answer to that is yes, then the modem can't process the OFDM channels which points to a signal issue within the bandwidth of the OFDM channels.  I suspect that the lower OFDM channel should be enabled, but, you would need tech support to tell you what the CMTS is configured for.  The first line techs that you chat with only have a single line data overview of the OFDM channel.  @RogersAndy has a secondary data display that breaks down the OFDM channel into sub-channels, which is useful for diagnosing problems.  Andy might have to have a look at your modem signal levels to sort this out.  

 

Also note, there is no data posted for an OFDMA upstream channel, which should also be present.  Maybe its there but the data isn't posted?

 

The observation of flipping the modem back into its default gateway mode and running tests with an ethernet connection directly with the modem is definitely valid.  I'd recommend doing that just to see what turns up in the speedtests. 

 

 



Re: Slow Speeds on XB7

Draconix
I Plan to Stick Around

I have also been experiencing slower than expected file download speeds on my new XB7. I had much higher speeds on my previous CODA-4582 modem which definitely had OFDM enabled. Here are my modem stats, could you tell me if my XB7 has OFDM working? If it's not then maybe that could explain my slower download speeds after switching from the CODA.

 

7
1
2
3
4
5
6
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
591 MHz
279 MHz
849 MHz
855 MHz
861 MHz
579 MHz
585 MHz
597 MHz
603 MHz
609 MHz
615 MHz
621 MHz
633 MHz
639 MHz
645 MHz
651 MHz
657 MHz
663 MHz
669 MHz
675 MHz
681 MHz
687 MHz
693 MHz
699 MHz
705 MHz
711 MHz
717 MHz
723 MHz
825 MHz
831 MHz
837 MHz
843 MHz
350000000
43.3 dB
42.0 dB
42.5 dB
42.4 dB
42.8 dB
43.0 dB
43.3 dB
43.6 dB
43.2 dB
43.5 dB
42.8 dB
43.5 dB
43.7 dB
43.0 dB
43.1 dB
43.0 dB
43.2 dB
43.1 dB
43.5 dB
41.9 dB
43.4 dB
43.1 dB
43.4 dB
43.6 dB
43.6 dB
43.3 dB
43.3 dB
43.1 dB
42.5 dB
42.5 dB
42.5 dB
42.3 dB
NA
5.2 dBmV
3.8 dBmV
4.9 dBmV
4.0 dBmV
4.7 dBmV
4.4 dBmV
5.6 dBmV
6.3 dBmV
5.2 dBmV
6.1 dBmV
5.1 dBmV
5.9 dBmV
6.1 dBmV
4.7 dBmV
5.3 dBmV
4.3 dBmV
5.1 dBmV
4.6 dBmV
5.6 dBmV
4.6 dBmV
5.4 dBmV
4.6 dBmV
5.4 dBmV
5.4 dBmV
5.7 dBmV
5.0 dBmV
5.7 dBmV
4.9 dBmV
5.3 dBmV
4.2 dBmV
4.9 dBmV
3.8 dBmV
NA
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
OFDM

 

1
2
3
4
Locked
Locked
Locked
Locked
21 MHz
25 MHz
32 MHz
38 MHz
2560
5120
5120
5120
35.5 dBmV
37.3 dBmV
38.5 dBmV
39.0 dBmV
QAM
QAM
QAM
QAM
TDMA_AND_ATDMA
ATDMA
ATDMA
ATDMA

Re: Slow Speeds on XB7

-G-
Resident Expert
Resident Expert

@Draconix wrote:

I have also been experiencing slower than expected file download speeds on my new XB7. I had much higher speeds on my previous CODA-4582 modem which definitely had OFDM enabled. Here are my modem stats, could you tell me if my XB7 has OFDM working? If it's not then maybe that could explain my slower download speeds after switching from the CODA.


That's strange.  I just checked my XB6 and it also shows NA in the Power and SNR stats on the downstream OFDM channel.  However, my "CM Error Codewords" stats are still incrementing so that channel appears to be active.



Re: Slow Speeds on XB7

Draconix
I Plan to Stick Around

The original post at the top also shows NA on his two OFDM channels and Datalink replied saying that the OFDM downstream channels aren't running, so I assumed that my OFDM isn't running either. It would also explain why my download speeds decreased since switching from the CODA which I'm 100% sure had OFDM enabled.

Re: Slow Speeds on XB7

-G-
Resident Expert
Resident Expert

@Draconix  Send a PM to @CommunityHelps  and ask them to double-check the signal to your modem and stats on your local node and CMTS.



Re: Slow Speeds on XB7

Datalink
Resident Expert
Resident Expert

Its possible that a recent firmware update has nuked the user interface data for the OFDM channels.  Its a little odd that the signal level and SNR isn't present while the counter updates.  Only way to find out is to get the moderators @CommunityHelps to check the OFDM data from their end to determine if the OFDM channel is running correctly.  @Nimec @Draconix follow that link for @CommunityHelps when your logged into the forum.  That takes you to the public page for the mods, and then follow the link to "Send this user a private message".  Include the MAC address from the modem so that the mods can find the modem and check the data. 

 

Other food for thought:  Consider pulling the power from the set top boxes, disabling both wifi channels and then reboot the modem.  After the reboot, run a few speedtests and download test to see what the result is without any external data usage.  In theory it shouldn't make a difference, but, one can never assume that will be the case.  See what the data says......



Re: Slow Speeds on XB7

sm30
I Plan to Stick Around

Has anyone who have been experiencing slower speeds with the XB7 gotten a resolution?

 

I have also been experiencing slower speeds switching from the CODA-4582 to the XB7 modem. My modem is currently in bridge mode and I have done all testing with a wired connection directly to the XB7 modem. I was getting average 950 Mb/s with the CODA modem. Now I am averaging 250-300 Mb/s on the XB7. I have been back and forth with a few managers from the tech department for a month now and they all have said they have not heard of any customers having slower speeds with the XB7. Would it be possible for the moderators @CommunityHelps to forward this issue with slow speeds from this thread to the appropriate management office for the tech managers?

 

Here are my current modem stats:

 

Downstream - Channel Bonding Value

Index
12
1
2
3
4
5
6
7
8
9
10
11
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
Lock Status
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Frequency
621 MHz
279 MHz
849 MHz
855 MHz
861 MHz
579 MHz
585 MHz
591 MHz
597 MHz
603 MHz
609 MHz
615 MHz
633 MHz
639 MHz
645 MHz
651 MHz
657 MHz
663 MHz
669 MHz
675 MHz
681 MHz
687 MHz
693 MHz
699 MHz
705 MHz
711 MHz
717 MHz
723 MHz
825 MHz
831 MHz
837 MHz
843 MHz
350000000
SNR
41.1 dB
41.4 dB
40.2 dB
40.3 dB
40.3 dB
41.2 dB
41.3 dB
41.2 dB
41.0 dB
40.9 dB
41.3 dB
41.2 dB
40.9 dB
40.7 dB
40.5 dB
40.4 dB
40.1 dB
40.1 dB
40.0 dB
39.5 dB
40.1 dB
39.9 dB
39.9 dB
40.1 dB
39.9 dB
39.9 dB
39.9 dB
39.8 dB
39.8 dB
40.1 dB
39.9 dB
40.0 dB
NA
Power Level
0.7 dBmV
0.5 dBmV
0.8 dBmV
0.5 dBmV
0.7 dBmV
0.4 dBmV
0.4 dBmV
0.4 dBmV
0.6 dBmV
0.7 dBmV
0.4 dBmV
0.6 dBmV
-1.1 dBmV
-1.3 dBmV
-1.6 dBmV
-1.6 dBmV
-1.7 dBmV
-1.7 dBmV
-1.9 dBmV
-1.7 dBmV
-1.9 dBmV
-2.1 dBmV
-2.1 dBmV
-2.0 dBmV
-2.3 dBmV
-2.2 dBmV
-1.9 dBmV
-2.1 dBmV
-1.3 dBmV
-1.0 dBmV
-1.0 dBmV
0.9 dBmV
NA
Modulation
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
OFDM

 

Upstream - Channel Bonding Value

Index
1
2
3
4
Lock Status
Locked
Locked
Locked
Locked
Frequency
21 MHz
25 MHz
32 MHz
38 MHz
Symbol Rate
2560
5120
5120
5120
Power Level
35.5 dBmV
36.5 dBmV
37.3 dBmV
36.5 dBmV
Modulation
QAM
QAM
QAM
QAM
Channel Type
TDMA_AND_ATDMA
ATDMA
ATDMA
ATDMA

 

CM Error Codewords

Index
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
Unerrored Codewords
408133749
477406688
477413432
477419897
477426195
477433093
477439282
477446212
477451768
477459116
477464718
477471098
477477676
477483896
477490226
477493724
477500132
477505764
477513419
477520716
477525475
477532182
477537849
477543924
477550307
477557319
477564308
477571387
477576833
477583669
477586596
477588582
408133749
Correctable Codewords
19666466
1
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
19666466
Uncorrectable Codewords
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0

Re: Slow Speeds on XB7

-G-
Resident Expert
Resident Expert

@sm30  Your upstream and downstream stats are all normal and your error stats are totally clean.  I don't think the "NA" on your downstream OFDM channel is anything to worry about, especially if the Unerrored and Correctable Codewords counters are incrementing.  I am also seeing "NA" for the SNR and Power Level stats on the downstream OFDM channel as well on my XB6, as are every other customer who has recently posted stats from their Ignite gateway.  The high number of Correctable Codewords on the OFDM channel is also totally normal, and actually a good thing.

 

If you are seeing full speeds with Bridge Mode disabled on your XB7, then you can make a good case for @CommunityHelps  to create a ticket and escalate it to the appropriate support teams for further investigation.

 

Tagging @RogersGordon  who once also confirmed similar issues with the Technicolor XB6.



Re: Slow Speeds on XB7

sm30
I Plan to Stick Around

@CommunityHelps@RogersGordon, can this please be escalated to the appropriate support teams for further investigation? I haven't been contacted by either party yet.

Re: Slow Speeds on XB7

Hello, @sm30.

 

Thank you for your patience, we can help further troubleshoot and submit a ticket for you to have the issue investigated. Please send us a private message at @CommunityHelps. You can find details about our private messaging in this blog

 

Cheers,

RogersMoin

Re: Slow Speeds on XB7

Draconix
I Plan to Stick Around

So the Unerrored and Correctable Codewords are normal, but should I be concerned with this high amount of Uncorrectable Codewords?

 

CM Error Codewords  
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
3761816603
2883287216
2883293390
2883295888
2883304866
2883309537
2883317088
2883322551
2883328873
2883333974
2883340593
2883347243
2883353739
2883357185
2883363043
2883369590
2883375742
2883382207
2883387662
2883395204
2883402074
2883407622
2883411954
2883407044
2883408806
2883423654
2883430394
2883435204
2883440508
2883445779
2883448342
2883455770
3761816603
1500755844
48
14
7
14
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
4492
2632
0
0
0
0
636
1310
91
1500755844
0
30
26
28
60
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
4064
6275
0
0
0
0
784
1745
28
0

 

My speeds have gone down significantly since switching from the CODA-4582 to the XB6.

Re: Slow Speeds on XB7

-G-
Resident Expert
Resident Expert

@Draconix wrote:

So the Unerrored and Correctable Codewords are normal, but should I be concerned with this high amount of Uncorrectable Codewords?


I don't think that this is something that you should get too alarmed about.  You are still seeing zero Uncorrectables on your D3.1 downstream channel, which is good.  How concerned you should be all depends on whether those Uncorrectable error counts continue to grow, and at what rate.  Right now, those uncorrectables on the D3.0 channels are still a tiny, tiny fraction of the overall traffic, and your D3.1 channel is clean.

 

I my case, I'm used to seeing zero (or almost zero) uncorrectables across all channels.  Then I may suddenly see a bunch of uncorrectables appear in the stats.  (It could simply be due to a noise spike.)  I will keep an eye on those counters and if the number of Uncorrectable errors continues to increase, I will take note.  If they continue to increase at a high rate, I will report it to Rogers.  If they stay where they are, I will reboot my modem to zero the counters.

 

The error rates could likely also increase when the hot summer weather hits.



Re: Slow Speeds on XB7

Draconix
I Plan to Stick Around

Alright thank you, I appreciate the info and I'll keep an eye on the stats. I reboot my modem and router once a week, so once everything is back to 0 I'll easily be able to see if the errors come back. I should note that I previously had all zeroes but then a technician came to check on the signal to see why my speeds are lower, and he did something outside that made those Uncorrectable Codewords start appearing.

Re: Slow Speeds on XB7

-G-
Resident Expert
Resident Expert

@Draconix  Do you have Bridge Mode enabled on your XB7 (and using your own router) or are you running in a default configuration, in "gateway mode" with Bridge Mode disabled?



Re: Slow Speeds on XB7

Draconix
I Plan to Stick Around

I started with an XB7 but switched to an XB6. Also yes I am using Bridge Mode connected to my Asus RT-AC86U.

Re: Slow Speeds on XB7

-G-
Resident Expert
Resident Expert

@Draconix  I don't know what could be causing your slow speeds.  It could be a Rogers network issue, modem software bugs, some other issue involving your own equipment, or all of the above.  Rogers also does not tell us if they are actively tracking any issues.

 

I would advise disabling Bridge Mode on your XB6, disconnecting your router, and perform a speed test with a computer connected directly to the XB6 gateway over Ethernet.  If you get full speeds in this configuration, at least you can rule out a Rogers network issue.  If you still continue to see slow speeds, then Rogers will also be a better position to troubleshoot the problem and escalate issues internally for further investigation.



Re: Slow Speeds on XB7

Draconix
I Plan to Stick Around

I did already try that and the speeds were exactly the same. One of the technicians said that he believes the route to the site is different on the Ignite package. Apparently the route on the Legacy package was better which is why I was getting much better speeds. It just doesn't seem like I should be getting half the speeds that I was getting on the CODA-4582. This is my Task Manager when downloading files now: https://i.imgur.com/4lNGzT6.png